WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 6, 2015/11/27) */
After speaking to the customer the fee was credited back to the account
Initial Consumer Rebuttal /* (2000, 8, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from WOW called to say that after
reviewing the service call the problem was in their box and not in my houseSince the bill has already been sent I would receive my refund on the next bill cycle
Thank you for your prompt service

A contractor was dispatched on 8/to repair the ceiling damage

This issue has already been resolved and the charge has been removed

Complaint: ***
I am rejecting this response because: they have not tried to make things right as they have indicatedwe should be able to settle thisthey need to revisit our billing and correct things and refund appropriate amount due methey have not tried to settle this matter as indicatedmy husband is home 24/due to disabilityhe has not received any calls from WOW regarding this matter as they indicated aboveall call records have been checkednothing to dateThank you
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/21) */
This equipment was found and removed from the account with all charges back on November 14th, We tried to make contact with you during this time and received a fast busy-tone with the number we had listedIf you have any further question
please contact customer care for assistance at 866-496-

Consumer spoke to our regional advocate regarding the issue and resolved the issue

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedAs states previously, when you called in to sign up for service, the agent mentioned the taxes, fees and surcharges multiple times and you indicated that did not want to listen to that informationIt appears you do not accept this, we will not be adjusting any bills current or in the future for this matter, however if you decide to find another provider, we will waive half (50%) of any early termination fee associated with breaking the contract you agreed to as a courtesy

We have reviewed the Business Service Order and Business Customer Agreement that was signed by the customer, which does disclose that there is an Early Termination Fee and how it is calculatedBased on this, we have found that the Early Termination Fee is valid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meJust going to do away with the cable
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I'm still being charged $a month and have been for months without service being connected
Sincerely,
*** ***

We have contact the customer and have waived the technician visit they were charged forWe have also given then a $credit for service issues and offered them another technician out at no charge to fix the issue when they would like to schedule someone to come out and take a look at the
issue

We have reviewed this matter on the accountWe are showing that this customer signed up for a promotion with a 24-month discount on the service, which includes $off for months 1-and $for months 13-Month started with the October statement and the discount difference is
reflected on page of the statementWe apologize if there was any miscommunication, but this was the active promotion at the time of installation and was applied properly to the accountUnfortunately, we do not have a $discount available on this service at this timeWe apologize for any inconvenience

We have spoken to customer and tried to explain that in the call we did notify her their would be additional fee's, taxes, and surchargesThe customer was unwilling to listen to this fact even though it was sited a few times in the call that they would be theirHe billing charges are validAt her
request we have also sent out a technician to work on the service issues she brought up during the call

Initial Business Response /* (1000, 6, 2015/11/10) */
We have contacted the customer and educated her on how her bill got to the point that it didWe have cleared the balance for her as a courtesy

After speaking with the customer over the phone about the issues she had with the internet service and still being charged the Early Termination Fee, we went ahead and listened to the calls where she had called in about still having issues even with using a WOW modemBased on that, we have waived the Early Termination Fee and the customer will not be charged the $

This customer was billed $on June 7, for services from 06/06/17-07/05/and installation charges of $After it was determined that we would not be able to continue providing service to *** ***, the services were discontinued and charges backdated to 6/8/This left a remaining
balance of $for the installation fee and two days of serviceAs a courtesy, we have issued a credit for the installation and service fees remainder of the balance.With regards to the customer's demands that we reimburse her for the time that lapsed between disconnecting her account and picking up her equipment, there is no circumstance under which we would ever credit or refund a customer for "equipment storage".As we have credited the balance to zero and the customer has not paid anything on this account, we consider this matter to be closedNo further consideration will be given in this matter

We have received this same complaint from the customer via the ***We will address this issue through the ***

Complaint: ***
I am rejecting this response because:
Sincerely,
I had witnessed who heard the call saying it will be removedI had no idea it was reported until he mentioned it, I have no reason to lieYou admitted to an error by adjusting the balance but then keep it on someone credit report is totally wrongI have contacted my attorney, even she said that's not legal & not the fair debt collection act

Complaint: ***
I am rejecting this response because I am out of country, please contact me on *** and we can resolve this issue by email.I have tried to call you and sort this issue though international phone for about hour and it costed me about $50.Please send me email *** and we will sort this out
Sincerely,
*** ***

The customer was given a discount for 12-months that expiredThis discount was documented on the customer's billing statement and, therefore, the customer was notified via his billThe balance on the account is valid and will not be credited/waived